1. Research indicates that poor _____ is probably the most frequently cited source of interpersonal conflict.
communication
2. Individuals spend nearly _____ percent of their waking hours communicating.
70%
3. Communication must include both the _____ and the understanding of meaning
transference
4. Communication serves all of the following functions within a group or organization except _____.
planning
5. Formal guidelines and authority hierarchies are examples of which function of communication?
control
6. When employees are required to follow their job description or to comply with company policies, communication is performing a(n) ______ function.
control
7. Which of the following is the most important function of communication in organizations?
all of these factors are important
8. Clarification to employees about how well they are doing, and what can be done to improve performance, are examples of which function of communication?
motivation
9. Which function of communication transmits the data necessary for decision-making?
information
10. The means by which a communication is passed is called _____.
a medium
11. The medium through which communication travels is called a _____.
channel
12. In the communication process, which of the following steps occurs first?
encoding
13. During communication, the _____ initiates a message by encoding a thought.
sender
14. The product of a sender's encoding is the _____.
message
15. John writes a memo to his employees. Putting his thoughts onto paper is an example of _____.
encoding
16. The receiver of a communication is most likely to _____ a message.
translate
17. Formal channels traditionally follow the _____ within an organization.
authority chain
18. A receiver who translates a sender's message is engaging in the process of _____.
decoding
19. What step determines whether understanding has been achieved during the communication process?
feedback
20. The communication used by managers to provide job instructions is _____ communication.
downward
21. Which of the following is an example of downward communication flow?
feedback on job performance
22. All of the following are examples of downward communication flows except _____.
employees completing attitude surveys
23. Communication that takes place among members of work groups at the same level is known as _____ communication.
lateral
24. When can lateral communications create dysfunctional conflict?
all of the above
25. Communication messages that are passed through a great many people will most likely suffer from which of the following?
distortion
26. Memos, letters, e-mail, fax transmissions, and organizational periodicals represent examples of _____.
written communication
27. A sender may most likely choose to use written communication because _____.
written messages usually take minimal time to prepare
28. Which of the following is not a drawback of written messages?
they are unlikely to be well thought-out
29. Messages conveyed through body movements and facial expressions are _____.
body language
30. Facial expressions, physical distance, and looking at your watch are all examples of _____.
nonverbal communication
31. All of the following are examples of nonverbal communication except _____.
instant message
32. Which of the following statements is not a characteristic of nonverbal communication?
its significance is unproven in explaining and predicting behavior
33. Which of the following types of networks is most likely to promote accuracy?
chain
34. What small-group network is most effective for facilitating the emergence of a leader?
wheel
35. What small-group network best serves to promote high member satisfaction?
all-channel
36. A(n) _____ network of communication would most likely be found in a rigid three-level organization.
chain
37. A(n) _____ communication network occurs when a checkout clerk reports to a department manager, who in turn reports to a store manager, who reports to a regional manager.
chain
38. When all communication is channeled through one central figure, a _____ communication network exists.
wheel
39. In a(n) _____ communication network, any group member can actively communicate with any other member.
all-channel
40. The _____ communication network is best illustrated by self-managed teams.
all-channel
41. An informal communication network is typically called a _____.
grapevine
42. Which of the following statements most accurately characterizes the grapevine?
it is perceived as being more reliable than formal communication
43. In one study of the grapevine, it was found that only _____ percent of the executives participated by passing the information on to more than one other person.
10%
44. Studies have shown that _____ percent of the information transmitted through the grapevine is accurate.
75%
45. Rumors would most likely flourish in situations where there is _____.
ambiguity
46. Which element does not have to be present in order for a rumor to emerge?
confidence
47. With regard to the grapevine, a manager should try to _____.
limit its range and impact
48. There is a rumor in your organization that layoffs are inevitable. Which of the following is the least likely way to reduce the negative consequences of this rumor?
discount the rumor
49. Electronic communication includes all of the following except _____.
teleconferencing
50. Which of the following is not a benefit of e-mail as a communications tool?
e-mail messages have less emotional content
51. What form of electronic communications is in "real" time?
instant messaging
52. What form of electronic communications uses a portable communication device?
text messaging
Facebook and Myspace are examples of what?
networking software
54. Which electronic communications tool is updated daily?
blogs
55. Because cameras and microphones are being attached to individual computers, people are able to ________ without leaving their desks.
video conference
56. What can provide an organization with both a competitive edge and improved organizational performance because it makes its employees smarter?
knowledge management
57. When Neal Patterson, CEO of Lerner Corporation, sent his seething e-mail to 400 managers, he erred by selecting the wrong_____.
channel for his message
58. Which of the following statements is not true regarding face-to-face communication?
it usually results in delayed feedback
59. Which of the following is not a barrier to effective communication?
silence
60. When a person manipulates information so that it will be seen more favorably by the receiver, he is _____.
filtering information
61. Jake tells his boss only what he believes the boss wants to hear. Jake is engaging in _____.
filtering
62. Receivers in communication see and hear based on their needs, motivations, experience, background, and other personal characteristics. This is called _____.
selective perception
63. An interviewer who believes female applicants will put family ahead of career is using _____.
selective perception
64. During the communication process, which of the following is most likely to result in lost information?
information overload
65. Variables that influence the language a person uses include all of the following except _____.
incentives
66. Communication _____ is the tension and anxiety about oral communication, written communication, or both.
apprehension
67. If Albert is apprehensive regarding oral communication, which of the following behaviors is he least likely to display?
he prefers to talk on the phone
68. Tannen's research indicates that men use talk to _____, while women use it to _____.
emphasize status; create connections
69. Which of the following would be least likely to pose a barrier to cross-cultural communications?
political correctness
70. _____ cultures rely heavily on nonverbal and subtle situational cues when communicating with others.
high context
71. Individuals from which of the following countries would be most likely to rely essentially on words to convey meaning?
germany
72. Oral agreements imply strong commitments in _____ cultures.
high context
73. Which of the following values is most important to low-context cultures?
directness
74. In dealing with cross-cultural communication, a manager might practice putting herself in the place of the employee, a method termed _____.
empathy
75. Which of the following is most likely to help reduce misperceptions when communicating with people from a different culture?
emphasize interpretation rather than evaluation and descriptions
Mary telephones her employee, Joe, to let him know that today's meeting has been moved to one o'clock.
125. In the communication process, Mary is ________.
the sender
Mary telephones her employee, Joe, to let him know that today's meeting has been moved to one o'clock.
126. The telephone is the ________.
medium
127. Joe misses the one o'clock meeting because he misunderstood which meeting Mary was referring to. Joe forgot to ask Mary to clarify which meeting she meant. Joe's misunderstanding therefore occurred due to a lack of ________.
feedback